Home Energy Scotland Alex Warren Centre Manager, Strathclyde and Central May 2015

Home Energy Scotland Home Energy Scotland from the Scottish Government is the only national source of clear and impartial advice to make your home cheaper to heat

Home Energy Scotland advice network Community liaison officers in each centre

The purpose of Home Energy Scotland To support customers to save energy, reduce carbon emissions and reduce their fuel bills Tailored advice – to fit the customer’s situation, property and motivation Impartial – we present all the options available to the customer, and give the power of choice to the customer Trusted - by remaining impartial and providing a world class advice service, we build customer relationships that are based on trust

The support we provide Energy advice Signposting/referral to local support including Care and Repair Benefit checks and identification of fuel poverty Tariff check/ access to Warm Home Discounts Refer for energy efficiency schemes Guidance when installing renewable technologies Green Homes Network Communities Businesses Transport

Reaching the most vulnerable Community liaison officer(s) in each local advice centre who: Promote the support available to local organisations and their clients/patients Establish referral/signposting relationships with trusted intermediaries Staff energy advice surgeries and other outreach events Give talks to local groups Carry out energy advice home visits where there is no other service available

Case study: Mr A Cumbernauld Referred by Cumbernauld Community Forum regarding loft insulation and problems due to asbestos Initial contact by phone – identified home visit needed as complex needs and phone conversation was difficult Home visit identified other issues Mr A was referred for benefits check and tariff and payment support As a result of the benefits check, Mr A has been awarded £88/week Attendance Allowance, and therefore eligible for Warm Home Discount Scheme too

Case study – Mrs B - complex issues Mrs B was cold called at home by an installer who tried to sign her up for a wide range of measures She was told that these would be free and ‘funded by the government’ Mrs B’s son-in-law contacted HES to verify the information that Mrs B had been given by the installer HES provided clear guidance and support on her situation and provided all of the options available Arranged a follow-up call with Mrs B and her son-in-law to go through all of the details Mrs B qualified for a new free central heating system through the Scottish Government’s Energy Assistance Scheme

What our customers say “My enquiry was extremely complicated and the advisor was extremely patient and thorough. I was up to-date on all assistance that could be offered me at the end of the telephone call.” “She went out of her way to listen and respond to my needs. Made excellent suggestions, ed me useful publications. Could not fault. I wish all telephone centre workers were this good.”

How can we work with you? Referral mechanisms Signposting Adding value – linking in with other key agencies Staff training Joint events Presentations/info sessions Visits to the advice centres Joined up working

Home Energy Scotland - contacts North East Diane Bannerman and Susan Watts Highlands and Islands Alan Grant South East Dagmara Opilka and Elaine Benzies South West Lucy Brown Strathclyde and central Jade Malavin Or me: Alex Warren Centre Manager, Strathclyde and Central